Wfm Capacity Planner

Agoda

Bangkok, Thailand
On-site
Medium and short-term forecasting
Shrinkage planning management
Stakeholder engagement and collaboration
The role operates as a specialist within the WFM team to forecast contact center demand and ensure SLA targets are met

Job Summary

  • The role operates as a specialist within the WFM team to forecast contact center demand and ensure SLA targets are met.
  • Responsibilities include creating medium and short-term forecasts, managing shrinkage, and planning resource levers for supply and demand.
  • Candidates must collaborate with key stakeholders to present data-driven strategies and support continuous improvement culture.

Matching Summary

The role operates as a specialist within the WFM team to forecast contact center demand and ensure SLA targets are met.

Skills & Requirements

Must-have

  • Medium and short-term forecasting
  • Shrinkage planning management
  • Stakeholder engagement and collaboration
  • Data analysis and visualization
  • Excel and PowerPoint proficiency

Nice-to-have

  • Experience in capacity planning
  • Process improvement initiatives
  • Supporting new team members
  • Continuous improvement mindset

Key Requirements

  • Analytical ability and problem solving skills
  • Data driven strategy execution
  • Effective verbal and written communication

Work Rights

Not specified

Tailored Resume

Cover Letter